Minimum requirements:

Matric is essential
Very good understanding of Office 365 products
Advanced MS Word skills including templates,
styles and macros
Excellent command of written and spoken English
Strong working knowledge of IT
Active Directory
User training experience (MS Word, iManage)
Minimum of 5 years legal experience in an IT Helpdesk capacity (non-negotiable)
iManage skills will be an advantage
Basic SQL skills will be an advantage
End-support:
Handle user requests via the Helpdesk system, telephone and e-mail. Provide timely and professional assistance to end-users. Guide end-users through step-by-step solutions or provide clear instructions to help them resolve software issues
Problem Analysis and Solving:
Ability to quickly assess and resolve issues during a user's phone call. Analyse and gather information about software issues. Research and identify solutions to software issues. Test and replicate reported issues to verify their existence and determine the best course of action and resolution
Transfer application knowledge effectively and timeously to end-users and team members
On-boarding and training of end-users on iManage, inhouse styles and templates, Word, Excel, PowerPoint and Aderant (Practice Management Software)
Assist HR with operations staff skills audits. Provide guidance on best practices for software maintenance and updates
Communication (end users and team members) - Great communication and interpersonal skills, communicate in a professional manner with individuals at all levels
Application knowledge transfer to end-users
Customer service orientation
Advanced trouble shooting and multi-tasking skills
Be able to work as part of a team and independently when required
Work well under pressure to meet the operational team objectives
Able to work in a dynamic environment where one day never looks like another
Have a hands-on approach and not afraid to roll up your
sleeves and get stuck in
High attention to detail
Professional, punctual and organized
Self-motivated and able to work independently
Ability to multi-task and prioritize tasks efficiently
Ability to be assertive while at the same time maintaining a high level of respect
Take responsibility of assigned tasks and duties
Curiosity / desire to learn new things
START DATE 1 AUGUST